The Impact
A selection of project work across data and analytics, knowledge and enablement, governance and compliance, and workflow and operating model.
Marketing Performance & Client Conversion
Challenge. Marketing results could not be assessed reliably because campaign activity, enquiries, matters, and revenue were not consistently linked. This limited confidence in what was working and where effort should be focused.
Approach. Data was identified at each stage of the client journey so marketing activity could be linked to work outcomes: marketing source → enquiry → matter → revenue. Gaps in marketing and referral information were identified, recording standards were established, intake forms updated so marketing source was recorded at first contact, and reporting was configured so conversion and ROI could be reviewed by channel and campaign.
Impact. Marketing performance could be reviewed using consistent measures, supporting clearer decisions about spend, targeting, and effort. As linkage is enforced between enquiries, matters, and revenue, conversion and ROI reporting becomes reliable and repeatable.
Staff Performance Dashboard
Challenge. Performance reporting relied on manual monthly compilation, creating unnecessary workload and leaving leaders and solicitors without a timely, trustworthy view of performance.
Approach. Reporting was rebuilt as a self-serve dashboard designed around the questions used to manage performance. Manual reporting was replaced with a visual dashboard automatically connected to matter and staff performance systems, surfacing matter load, fees, debtors ageing, utilisation, and budget vs billed. The visual design reframed the dashboard from a monitoring tool into a personal growth tracker.
Impact. Time spent producing the report was reduced and reporting became consistent and repeatable. Solicitors and leaders gained an earlier, clearer view of issues, and staff productivity increased substantially due to excitement to reach performance targets and pride in seeing exceptional results positively reflected.
Knowledge Sharing & Staff Movements Platform
Challenge. Staff struggled to quickly find reliable internal guidance, and day-to-day coordination suffered because it was hard to see who was away, where people were working, and how capacity was changing.
Approach. An intranet-style platform was built to give staff a single, easy place to access firm tools and resources, find trusted guidance, and check staff availability. Knowledge content was structured into searchable pages (policies, procedures, training), a staff movements dashboard showed leave and location, a curated useful-links area was created, a technology and tools register clarified what systems exist and where to get help, and training and onboarding materials were organised so staff could follow consistent processes.
Impact. Staff spent less time searching and interrupting others for guidance, and day-to-day coordination became faster and more consistent. Operational planning and onboarding were strengthened through clearer access to tools, links, and training, reducing reliance on institutional knowledge.
AI Governance & Tool Setup
Challenge. The firm wanted the benefits of various AI tools, but lacked a framework around use that would not create confidentiality risk, overreliance, or inconsistent quality standards.
Approach. A governance model was created to fit legal work habits and make safe AI use repeatable in day-to-day practice. An AI risk assessment approach with clear boundaries and escalation principles was developed, a practical workflow (P.A.C.E. — Plan, Assess, Create, Evaluate) was implemented for consistent usage, the governance material became instruction sets for AI tools to align organisational intent with tool behaviour, and governance was anchored in human accountability and review for any critical output.
Impact. AI adoption became structured, predictable, safer, and more consistent, with clearer expectations for how AI tools should be used and how work was to be drafted and checked. Leadership gained confidence that productivity gains could be realised without undermining professional obligations or auditability.
Staff Shoutout Noticeboard
Challenge. Good work and positive behaviours were often recognised, but only privately or briefly, limiting visibility across the firm and reinforcement of culture.
Approach. A lightweight recognition system was designed to make contribution visible across channels with minimal friction. A simple form-based automation was built to encourage consistent participation, shoutouts were deposited into Slack and email so recognition reached the whole firm, and a staff-facing display was created for shared spaces with rotating shoutouts.
Impact. Recognition became visible, consistent, and inclusive across teams while encouraging participation through an exciting and easy-to-use method. Over time, the noticeboard became a reusable library of examples to support onboarding, reinforce standards, and strengthen culture.
Enquiry Handling Visibility & Analysis
Challenge. Leaders could not easily see what was coming into the firm, what was being responded to, what was being missed, or where delays were occurring, creating avoidable risk and lost opportunities.
Approach. A management-friendly dashboard was implemented to provide a clear, shared view of enquiry workload, responsiveness, and outcomes. An enquiry management workflow was embedded into Slack so enquiries could be followed from first contact through to resolution, a visual dashboard showed volumes, trends, and where follow-up was required, the dashboard highlighted bottlenecks and backlog risk, and reporting was designed for regular operational review and continuous improvement conversations.
Impact. Enquiry handling became easier to manage day-to-day, with earlier visibility of workload, delays, and dropped handoffs. This created a practical basis for improving responsiveness and consistency, managing staff resources and call handling, and reducing opportunities lost to slow or unclear follow-up.
Volunteer Reimbursement & Approval Workflow
Challenge. Volunteers needed an efficient way to submit reimbursements with receipts, while the organisation needed approval and spending oversight so higher-value claims were visible to the board for approval before payment.
Approach. A form-led reimbursement workflow was implemented with automation to route approvals and streamline finance processing. A submission form was created with receipt upload and structured expense details, approval thresholds automatically escalated higher-value claims to the board, automation created the corresponding bill and line items in Xero, and finance visibility was improved through a centralised queue/status view from submission to payment.
Impact. Volunteers could submit claims quickly and consistently, dramatically reducing back-and-forth and improving the reimbursement experience. The organisation gained clearer governance over spend, with transparent approval for higher-value claims and cleaner Xero records for reconciliation and reporting.
Safe Custody Standardisation
Challenge. Safe custody records were difficult to locate and maintain at scale, creating avoidable risk and slowing retrieval when documents were needed, especially across offices.
Approach. An improvement strategy was developed focusing on workflow training, packet administration, and consistency across teams. Numbering and record taking were overhauled, creating consistency in record management across offices, and training was conducted in the safe custody software ensuring proper cardinality rules (one client, one packet, multiple matters).
Impact. A compliant and auditable approach to safe custody management was established, improving confidence in record keeping and file handling. Retrieval became substantially faster and more defensible, and reliance on institutional knowledge reduced through explicit, documented rules.